Customer Service Manager

* ******* *. ****

**** *. *** **, ********, AZ 85929

928-***-**** *******@***********.***

Objective Meditech Technical Delivery Manager

Skills

. Over 25 years experience in the field of Operational/Materials related

management.

. Proven ability to increase productivity, reduce shrink and increase

profit margin.

. Adept at isolating and eradicating hidden areas of lost revenue by

implementing modern inventory control systems, contract negotiation

and cost-benefit analysis using Six Sigma methodology.

. Experienced in the management of three hundred-plus staff, utilizing

exceptional Human Relations skills, creating a safe, comfortable and

enjoyable work environment that facilitates employee training and

counseling techniques.

. Knowledgeable in all aspects of JCAHO, MEDICARE, FDA, OSHA, federal

regulations, ISO, UL. As well as contract management/negotiations,

such as Amerinet, Healthtrust and Broadlane.

. Proficient in advanced computer skills; fluent in all Microsoft Office

applications, with a history in the development of innovative new

software programs for stockless inventory.

Work Experience

Electromedical Products International Inc.

2007 - 2008 -Operations Director

. Streamlined import/export procedure to decrease product turn around by

50%.

. Set policy and procedures for FDA compliance.

. Instituted Customer Complaint records to ensure FDA compliance.

. Managed internal audits in order to facilitate product reliability.

. Increased sales by 20% in first the two-months.

. Managed all Human Resource issues, including training.

. Reworked AP/AR to increase cash flow and improve customer billing.

. Controlled all daily aspects of Operations and Business practices.

Sedona Patio and Leather

2007 - 2007 -Operations Manager

. Managed Customer Service representatives for 7 retail stores.

. Handled difficult customer situations to a favorable outcome.

. Turned a 6-month inventory value to a 1-month inventory value,

reducing inventory values from $2,500,000 to $1,200,000.

. Revamped order flow to increase order delivery from 12 weeks to 1-week

turn-around.

. Processed customer financing through corporate bank, capturing

$1,500,000 annually.

. Coordinated all Human Resources for company including corrective

actions, hiring and terminations.

. Successfully implemented new inventory program to streamline

deliveries.

. Developed state-of-the-art Point of Sale software for entire company,

increasing customer satisfaction by 45%.

Cabela's

2006 - 2007 - Customer Service Manager

. Managed inventory flow from warehouse to retail floor.

. Initiated loss prevention measures to lower shrink from 5% to 2%

. Managed daily activities of department personnel by scheduling and

assigning workflow, checking work for accuracy and analyzing and

resolving work problems.

. Conducted employee performance appraisals on a regular basis.

. Monitored competition to best strategize sales initiatives, increasing

sales by 18%.

. Contributed to the store meeting sales and profitability goals by

managing floor coverage, reassigning associates to busy areas and

assist Department/Sales Managers as needed.

Phoenix Memorial Hospital

2000 - 2006 -Director of Materials

. Created new forms management system cutting costs from $800,000 to

$250,000

. Streamlined production process to increase productivity.

. Installed Pixus and Omincell hospital wide.

. Capitalized on obsolete product to increase cash flow, resulting in an

additional $1,500,000 to the company.

. Negotiated contracts with vendors to maximize return on investments.

. Successfully installed "Just in Time" inventory program to cut

inventory assets by half.

. Managed a fifty-member staff in the areas of Purchasing, Warehouse,

Distribution, Human Resources, Mail/Copy Services, Environmental

Services, Food Service and Linen Services.

. Increased vendor terms from 30 days to 45 days, thus increasing cash

flow by 30%.

Arrowhead Community Hospital

1999 - 2000 -Materials Manager

. Successfully managed a twenty-member staff and $10,000,000 Materials

Management budget, reducing costs by $1,000,000 annually.

. Negotiated an equipment contract, saving $1,000,000 over prior

contract.

. Instituted "Just in Time" Inventory, saving the hospital $250,000

annually.

. Created a new computerized "Forms Management" system that

significantly reduced form expense by $200,000 annually.

. Streamlined SOP to achieve a better control of inventory, and loss

prevention.

. Productively managed Warehouse, Distribution, Purchasing, Mail / Copy

Services, Central Supply, and Central Sterile.

. Restructured Patient Charge System maximizing Medicare and insurance

reimbursement.

. Standardized equipment to lower costs and effect ease of use for

nursing staff.

Emergency Medical Specialists, Inc.

1991 - 1999 -Vice President Operations - COO / Owner

. Founder and COO of Emergency Medical Supply Specialists, Inc.

supplying emergency medical supplies to the greater Phoenix area.

. Effectively created and developed original pre-hospital products

through Medline, ATI and, General Medical Supply including IV needles,

tubing and solutions, IV start kits, Resuscitator and Endo-Tracheal

tubes, establishing protocols to ensure product safety and product

compliance for the unique Arizona climate.

. Taught Basic Trauma and Life Support, Pediatric Basic Trauma and Life

Support, Advanced Airway and Advanced Cardiovascular Labs in Laughlin,

Nevada annually, from 1996-1999, doubling enrollment in a two-year

period.

. Managed Inventory Control, Accounts Payable, Accounts Receivable,

Payroll, Patient Billing, Vendor Relations, Product

evaluations/testing, and Product Standardization.

. Served as Faculty for Advanced Pre-Hospital Training, such as cadaver

labs and Advanced Cardiac Life Support.

Phoenix General Hospital / Deer Valley

1989 - 1991 -Materials Manager

. Opened this facility. Installing all equipment and Materials programs.

. Developed and maintained charge description master for patient

charging.

. First to bring "Stockless Inventory" to Arizona, freeing up $100,000

annually.

. Managed Warehouse, Distribution, Purchasing, Mail/Copy Services, and

Central Sterile.

. Started new forms management system, which saved an annual $200,000.

. Originated and executed a new computerized inventory control system

for par leveling, patient charge system, O.R. case cart system

maintaining a fluid stock of all central supply materials.

. Developed the revolutionary CAMS software package for equipment

maintenance and patient billing for Phoenix General Hospital and

Medical Center.

Phoenix General Hospital Health System

1984 - 1989 -Pre-Hospital Healthcare Provider / Paramedic

Education

Phoenix Community College - 1982

Glendale Community College - 1984

Certifications

Paramedic Certification - 1982

Certified BLS Instructor - 1994

Certified BTLS Instructor - 1998

ACLS Instructor - 1998

Pediatric BTLS Instructor - 1998

AZ State Pharmaceutical Wholesalers License - 1991

Advanced Airway and Cardiovascular Instructor -1991

Memberships

Board Member - Arizona College of Emergency Physicians - 1995-1999

Arizona Desert Big Horn Sheep Society - 1982-2007

Chamber of Commerce - 2005-2008

Rotary Club - 2007-2008

Sun City Animal Shelter Volunteer- 2004

Navajo County Emergency Services Volunteer - 2009

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